Manager, Customer Operations Policy and Procedure

Join Our American Airlines Family

Are you ready to explore a world of possibilities, both at work and during your time off? Join our American Airlines family, and you'll travel the world, grow your expertise and become the best version of you. As you embark on a new journey, you'll tackle challenges with flexibility and grace, learning new skills and advancing your career while having the time of your life. Feel free to enrich both your personal and work life and hop on board!

This job is a member of the Customer & Operational Excellence team within the Airport Operations Division. The Manager, Customer Operations Policy and Procedure is responsible for leading project team(s) through all phases of operations projects, including funding submission, requirements definition, business case development, planning and implementation. Also responsible for management of and reporting on assigned projects, with techniques and discipline to standard project management methodology.

Champion a continuous improvement mindset, leveraging field feedback, operational metrics, and benchmarking to drive policy enhancements.

Advocate for the role of Customer Operations in shaping enterprise strategy and delivering exceptional service outcomes.

Provide regular updates to senior leadership on policy impact, project milestones, and team performance through dashboards, presentations, and executive summaries.

Use data-driven insights to inform decision-making and demonstrate the value of policy initiatives.

Support business continuity by resolving conflicts and ensuring frontline teams are equipped to adapt to change.

Ensure field readiness for procedural changes through coordinated training, communications, and change management strategies.

Act as a champion for frontline engagement, ensuring feedback loops are active and field insights are incorporated into policy evolution.

Facilitate cross-functional collaboration and consensus-building to ensure cohesive execution and shared accountability.

Develop, implement, and maintain scalable policies and procedures that support frontline operations and meet compliance standards, including regulatory and labor agreements.

Ensure projects are delivered on time, within scope, and with measurable impact, while maintaining strong stakeholder engagement.

Lead, coach, and grow a high-performing team of policy and project analysts.

Foster a culture of ownership, innovation, and continuous learning, with clear performance expectations and development pathways.

Define and execute the strategic vision for Customer Operations policies and procedures, ensuring alignment with enterprise goals, regulatory requirements, and operational excellence.

Translate organizational priorities into actionable policy frameworks that enhance safety, efficiency, and customer experience.

Minimum Qualifications- Education & Prior Job Experience

Bachelor's degree in Business Administration or related field or equivalent experience / training

5 years of experience developing business solutions, finance, or related analytical work

Customer Planning and / or operational (airport / res) experience or equivalent

Preferred Qualifications- Education & Prior Job Experience

5 years of airline experience

5 years Project Management experience

Project Management experience or airport related

Prior experience leveraging AI support technologies

Using analytics to drive continuous improvement and enable data-informed decision-making.

Skills, Licenses & Certifications

Proven leadership experience in airport operations, customer experience, or procedural governance.

Strong strategic thinking and execution capabilities.

Demonstrated success managing cross-functional teams and complex projects.

Exceptional communication, stakeholder engagement, and change management skills.

Deep understanding of regulatory, safety, and labor considerations in a unionized environment.

Proficiency in project management tools and methodologies.

Knowledge of Microsoft Office to include Word, Excel, etc.

Knowledge of corporate policies and operational processes and procedures

Ability to work with minimal supervision

Ability to work under pressure, prioritize projects, meet all deadlines, balance the big picture with the requisite details and maintain flexibility

Ability to effectively manage multiple, concurrent projects

Ability to effectively interact with all levels of employees

Ability to build strong consensus and achieve results though others

Ability to collaborate across a wide variety of departments and intra department

Feel free to take advantage of all that American Airlines has to offer :

Travel Perks : Ready to explore the world? You, your family and your friends can reach 365 destinations on more than 6,800 daily flights across our global network.

Health Benefits : On day one, you'll have access to your health, dental, prescription and vision benefits to help you stay well. And that's just the start, we also offer virtual doctor visits, flexible spending accounts and more.

Wellness Programs : We want you to be the best version of yourself that's why our wellness programs provide you with all the right tools, resources and support you need.

401(k) Program : Available upon hire and, depending on the workgroup, employer contributions to your 401(k) program are available after one year.

Additional Benefits : Other great benefits include our Employee Assistance Program, pet insurance and discounts on hotels, cars, cruises and more.

From the team members we hire to the customers we serve, inclusion and diversity are the foundation of the dynamic workforce at American Airlines. Our 20+ Employee Business Resource Groups are focused on connecting our team members to our customers, suppliers, communities and shareholders, helping team members reach their full potential and creating an inclusive work environment to meet and exceed the needs of our diverse world.

Are you ready to feel a tremendous sense of pride and satisfaction as you do your part to keep the largest airline in the world running smoothly as we care for people on life's journey? Feel free to be yourself at American.

EQUAL EMPLOYMENT OPPORTUNITY / AFFIRMATIVE ACTION POLICY American Airlines maintains a continuing policy of nondiscrimination in employment. It is our policy to provide equal opportunity and access for all persons, without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, or status as a disabled veteran or other protected veteran, in all phases of the employment process and in compliance with applicable federal, state, and local laws and regulations. This policy of nondiscrimination shall include, but not be limited to, the following employment decisions and practices : hiring; upgrading; promotions; demotions or transfers; layoffs; recalls; terminations; rates of pay or other forms of compensation; selection for training, including apprenticeship; and recruitment or recruitment advertising.